ALL SHIPMENTS
Shipments require a POD (proof of delivery). This means someone must be at the delivery address to receive the parcel. Or the courier must be notified in advance to leave the parcel safe.
Delivery tracking information will be sent via text or email with the information provided on the order.
Once dispatched we are unable to redirect the package to a different address and is the customer’s responsibility to coordinate with the courier.
Please don’t Book a Plumber or Electrician until your products have Arrived and are checked.
Coronavirus (COVID-19) Shipping
To ensure delivery service can continue as usual, our couriers have amended their delivery policy:
APC
All Parcel deliveries are verbal POD’s. The driver will drop the parcel, step back 2 metres and request a name. The delivery will then be marked off as DEL as proof of delivery.
All Pallet deliveries will continue to be Signed for as usual. Unless requested by sender. Measures in place to accept a written signature or on glass depending on the recipients preference.
DHL
Please see the below link for details regarding DHL’s delivery service :
https://www.logistics.dhl/global-en/home/global-news-alerts/global-messages/coronavirus.html
FREE DOMESTIC SHIPPING (UK)
We use a Next Working Day delivery service on UK Mainland orders†.
Orders are processed and shipped within 24-48hrs (excluding weekends and holidays.) Normal business hours are Monday-Friday, 9am-5:00pm GMT – Shipping is not available outside of these hours.
Orders placed before 11am will be dispatched the same day. Orders placed after 11 am will be shipped the following business day.
When the order is dispatched, you will receive the shipping information. This is sent via text or email.
On the day of delivery, the courier will provide a time window for the delivery is expected. You must be available at this time, as a signature will be required for delivery.
Please Note : Post Brexit shipments from the UK to the EU are subject to international delivery policy. This includes the Republic of Ireland. Please see further info in the section below.
† excluding Isle of Man, Isle of Wight, Scottish Highlands & Islands, Scilly Isles, Channel Islands & Northern Ireland. See rates below. *From the courier receiving the item.
International Delivery
Please Note : Post Brexit shipments to the EU are subject to international delivery policy.
All orders are processed and shipped within 24-48hrs (excluding weekends and holidays.) Normal business hours are Monday-Friday, 9am-5:00pm GMT – Shipping is not available outside of these hours.
The shipping cost will be calculated at checkout. This does not include import tax or duty fees.
Please note, Vat it not charged on international orders. Tax and import fees have to be paid to customs have to be paid when importing goods. We are not responsible for customs or import duty.
After the order has been dispatched, you will receive an email/text notification with shipping confirmation and a tracking number.
For European customers, we estimate delivery to take approximately 3-5 business.
DO YOU SHIP TO P.O. BOXES?
Unfortunately, we do not offer shipping to P.O. boxes or BFPO addresses.
FAILED DELIVERIES & RETURNED PARCELS
Our couriers will attempt delivery 2 times. After a second attempt, the package will be re-routed back to our warehouse and a refund will be issued. If you would still like this item, you will need to reorder the item again.
If APC/DHL are unable to deliver due to an: incorrect address (entered by the customer), the customer’s refusal to pay duties, multiple failed attempts to reach the customer at point of delivery, or otherwise, Sol*Aire Heating Products is not responsible for payment of return shipping costs levied by the courier. Similarly, Sol*Aire Heating Products is not responsible for the payment of re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery and is non-refundable.
Most parcels will arrive within 24-48 hours, but on rare occasions the parcels can be delayed due to many factors outside of our, and often the courier’s, control. Due to this, we recommend not booking your plumber, heating engineer or electrician until the product is delivered and inspected. (Please check that all items are present as ordered.) This advice serves to save you costs and inconvenience in case anything does go wrong and you are stuck with a tradesman’s bill. Sol*Aire Heating Products cannot and will not reimburse for tradesmen visits for any reason.
SERVICE DELAYS
We are not responsible for unexpected shipping delays caused by circumstances such as severe weather or natural disasters.
We are not responsible for unexpected shipping delays caused by circumstances related to the courier itself, such as clearance delays or other occurrences.
Any shipping fee is non-refundable. In cases such as these, please contact the courier directly with any inquiries about the status of your package.
Don’t Book a tradesman until your products have Arrived and are checked. We will not cover expenses due to delivery delay.
Delivery Tracking
Tracking information will not be available until your package has been dispatched and left our warehouse. Please note: for some international shipments tracking information may not be available up to 24 hours after courier has received the package. Once dispatched, you will receive a confirmation e-mail and a follow up text message with your tracking number. Once your order has shipped from our warehouse, please directly contact your courier with any inquiries about the status.